US Airways Dividend Miles (Pre-FlightFund Merger) - All award reservations go to a special desk?

Have things changed at USAirways recently or are they just sending the scum to one place? My wife, who was at one point as high as Gold Preferred but now has no status, is trying to use up the last of her miles, and I gave her directions to book an award reservation by calling the regular reservations desk. Calling the regular reservation numbers like 800-428-4322 etc, just lead to a 20+ minute wait and then being told that a special desk has to handle the reservation, and then after being transferred being hanged up on, because apparently the wait time is longer than a hour and the system doesn't allow people to wait that long.

I've had her try the Silver, Gold and Chairman's number but with her status as expected it just redirects her back to the regular queue (ok, something is working as designed). Since she's trying to book an itin (United award ticket) that can't be booked online, our only hope is to get through to USAirways. Anyone know the direct way to get to this 'award travel reservations desk'? This is for a domestic ticket. I always thought regular domestic reservations could make regular domestic award reservations....

Also, can airport agents make award reservations?
Thanks for any tips!

I've been trying since Tuesday morning to talk with a live person to re-confirm some UA award travel (booked using US miles) since it appears UA has changed flight times and equipment. I work all the way thru the menu choices and end up hearing that all US agents are assisting other customers and I should call back later. Can't even wait on hold!

I've tried calling at various times throughout the day with no difference. Looks like a midnight call may be in order. It's really getting ridiculous.

Calling one of the Europe phone numbers normally yields results. I actually use the Mexico number for all my calls. It costs a few more cents per minute, but they answer right away nearly always.

Good tip on calling overseas. I'm not sure how much my home phone or cell will charge for international calls, but I guess I can probably pick up a relatively cheap calling card to call Europe or something. My wife's experience sound just like MileKing's .. can't get to someone, period.